The rating is for the room. The overwhelmed staff was fine. The room, 220, was horrible. Literally a cave. It should be used for storage as the next room was. Dark, and the window was touching the ceiling, like a basement. Clearly to call it a room it had to have a secondary exit. To change the setting on the air conditioner my 75 year old husband had to stand on a rolling chair, while i held his belt so he wouldn’t fall. And it was the only chair in the room designed for four people. The only electric plugs were at floor level, so any charging of phones, etc. had to lay on the floor, so you were constantly checking to see if you were stepping on something. I was expecting a basic motel room but this was terrible and I would hope Expedia will take this into consideration when promoting it. Never staying there again